How the City of Kawartha Lakes Transformed
Municipal Operations with BPM
Country
Canada
Industry
Government
Employees
1400+
The Client
The City of Kawartha Lakes is a municipality located in central Ontario, Canada. Covering an extensive area of 3,000 square kilometers, the city serves a population of over 80,000 residents with a wide range of services, including infrastructure management, emergency services, and social programs.
The Project
The City of Kawartha Lakes was facing challenges with fragmented and manual processes, which hindered transparency, accountability, and efficient service delivery. Following a recommendation from the neighboring County of Peterborough, the city implemented PRIME BPM software. This adoption helped the city resolve long-standing issues, significantly enhancing operational efficiency and improving citizen services.
Challenges
- Processes were fragmented across departments, complicating access and management.
- Manual workflows hindered performance tracking and data-driven improvements.
- Tasks faced delays, duplication, and inconsistent completion.
- Resource constraints made maintaining operational standards challenging.
- Lack of documented knowledge impacted service delivery, especially with key employee retirements.
Business Outcomes at a Glance
- 153 process libraries were identified, and 60 processes were mapped.
- Optimized resource management and improved efficiency due to streamlined workflows.
- Ensured consistency and best practices on account of standardized procedures across departments.
- Improved ability for data-driven decision-making enhanced operational efficiency and effectiveness.
- Successful knowledge transfer during succession planning enhanced operational continuity.
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